Troubleshooting FAQ

How can I reconnect my SimplyHome System? (Internet-Based)

Check to make sure your unit is powered on:

• Ensure the system is securely plugged into the wall outlet. (The power supply that is plugged into the outlet should have a green light illuminated if it is receiving power from the outlet.)
• If it is plugged in, open the top of the base unit for the SimplyHome System (the large white box) and make sure the unit is switched on (the switch is located on the main board next to where the cords enter the box).
• Finally, make sure the electric outlet you are using is working properly. You can test this by plugging in another device, like a light, to make sure it works. Make sure the outlet has not been switched off by a power strip or a light switch. (Again, the power supply that is plugged into the outlet should have a green light illuminated if it is receiving power from the outlet.)
• If the electrical outlet does work, check the circuit breaker or any GFCI outlets on the circuits to be sure they are not tripped.

Check to make sure your internet connection is still active. Can other devices use the internet at this location? You may need to restart your modem. Here are the instructions:

• Unplug the power from the modem. To identify the modem, look for the small box connected to a phone line/cable jack in the wall. This device is provided to you by your internet service provider.
• Unplug the power from the router provided by SimplyHome. To identify this device, look for the small box connected both to the modem and to the SimplyHome System base unit (the base unit = the large white box). In some SimplyHome Systems, the router is already attached inside the system's base unit.
• After unplugging both devices, wait 30 seconds.
• Next, plug the modem back into power. Wait 30 seconds.
• Then, plug the router back into power.

If the steps above do not solve your connectivity problems, please contact SimplyHome by calling us at 1.877.684.3581 or by opening a help ticket using the button below.

The following video may also be helpful: Tech Tip: Reconnecting Your Internet-Based SimplyHome System [▷]

How can I reconnect my SimplyHome system? (Cellular-Based)

First, check to make sure your unit is powered on:

• Ensure the system is securely plugged into the wall outlet. (The power supply that is plugged into the outlet should have a green light illuminated if it is receiving power from the outlet.)
• If it is plugged in, open the top of the base unit for the SimplyHome System (the large white box) and make sure the unit is switched on (the switch is located on the main board next to where the cords enter the box).
• Finally, make sure the electric outlet you are using is working properly. You can test this by plugging in another device, like a light, to make sure it works. Make sure the outlet has not been switched off by a power strip or a light switch. If the electrical outlet does work, check the circuit breaker or any GFCI outlets on the circuits to be sure they are not tripped. (Again, the power supply that is plugged into the outlet should have a green light illuminated if it is receiving power from the outlet.)

Once you have verified that the unit is connected to power, if it is still not working, you will need to reboot the modem:

• Unplug the power cord from the back of the cell modem (the black CloudGate 3G modem or Netgear LTE modem) for 10 seconds.
• Next, reconnect the power cord and watch the status lights on the modem. You may need to wait 5-6 minutes. Then, depending on which type of modem you have, check the status lights:

For the CloudGate modem:

• All three lights should be green (or from left to right: green, green, orange).
• If they are not, make sure both the power and Ethernet cables are plugged in all the way into the modem.
• Also check to make sure the Ethernet cable is plugged all the way into the small black box (IP232) inside the base unit.
• If a red light is displayed, try relocating the unit near a window, then wait 5 minutes and check the lights again.

For the NetGear modem:

• The power light (on the left) should display a solid green bar. If it displays an amber bar, it is not connected to the Internet; if it displays no light, the modem is not receiving power.
• The signal strength lights (in the middle) should display at least one solid green bar (preferably more!). The five LED bars indicate the signal strength of the mobile broadband service that the modem is connected to.
• The LAN light (on the right) should also display a solid green light. If it does not, check to make sure the Ethernet cable is plugged all the way into the small black box (IP232) inside the base unit.

If the lights do not come on as described above, please open a help ticket using the button below, or call us at 1.877.684.3581, and let us know it might be a connectivity issue. We will route your concern to an appropriate customer service or tech team member, who will then reach out to you.

The following video may also be helpful: Tech Tip: Reconnecting Your Cellular-Based SimplyHome System (NetGear modem version) [▷]

How do I log in to the SimplyHome customer website?

The SimplyHome System customer website provides you with a real-time snapshot of your system’s current sensor activity and a list of alerts (phone, text, or email notifications) that are in place. The website will also display messages to alert you if there are any sensor or connectivity issues occurring.

You should receive your log-in credentials at the time services are initiated. If you need your log-in credentials sent again, or have any questions about data or tracking trends, please open a help ticket using the button below.

The following video provides helpful tools and an overview of the customer website: Tech Tip - Your Personal Website/Data and Trends [▷]

How can I reset my username or password for the client website?

To reset your username and password for the client website, click on the link on the login page and enter your username to reset your password. If you get locked out, please email help@simply-home.com. We will open a help ticket and route your concern to the appropriate team, who will then reach out to you.

I received an alert about the status of my system. What does it mean?

If a specific alert is generated by your system, such as power failure, low battery, etc., an email is sent. Text message alerts are also available. Here's how to respond to each alert:

AC Power Failure: Make sure the system is plugged into a working power outlet, one that is not controlled by a light switch and preferably on a surge-protected power strip. Make sure the power strip is not flipped to the "off" position. Check the circuit breaker.

Low System Battery: Check the system's connection to power first, in case a power failure is draining the backup battery. (See "AC Power Failure" instructions above.) If the system is powered properly, contact SimplyHome to order a new battery.

Failed to Communicate: When receiving an automated phone call notification, press "#" to confirm that you received it, then wait for the automated system to disconnect before hanging up. This will confirm that the automated phone call notification was communicated and received by you.

System Disconnection: See the FAQ above, "How can I reconnect my SimplyHome System?" If the system remains disconnected after applying these instructions, please contact our tech team using the help ticket button below.

Low Sensor Battery: This means a sensor's battery needs to be replaced. Please contact SimplyHome to order a replacement.

Expansion Module Trouble: If your system was restarted in the last hour, no action is necessary. If it has not been restarted recently, please contact us.

Sensor Supervision Loss: This means that a sensor has not routinely checked in with the system in a given time period. It could be that the sensor needs to be realigned, or it could be that a sensor is no longer functioning properly. Go ahead and contact our tech team.

System Sensor Tamper: Check to make sure the sensors are placed correctly in their locations. If the sensor is a door/window contact sensor, the two parts of the sensor must be lined up side by side, parallel to each other.

Telephone Line Trouble: Make sure the phone line is plugged into the wall and into the system base unit. Plug in a landline phone to this phone line, to make sure you can dial out. If the phone does not work, contact your phone service provider. If the phone does work and the system is plugged in correctly, please contact us using the help ticket button below.

How can I make sure there is not a problem with SimplyHome's servers?

Click this link (which is also in the website footer) to check SimplyHome Server Status.

What happens to my system if the power goes out?

All SimplyHome Systems contain a battery backup and have built-in memory. Should a system lose power, you will receive an alert and your system will still operate on the backup battery. If the internet connection is lost, your system will store events locally until the connection is re-established. However, if internet connectivity is disrupted due to a power failure, email and text alerts cannot be generated during that time.

How do I replace a door/window sensor or pendant battery?

Our system monitors the sensor and pendant batteries and generates an alert when a battery is low. If you do not know who receives these alerts, request this information by opening a help ticket below.

Batteries can be purchased from SimplyHome or at any tech supply store like Best Buy. Depending on the sensor, you may need a Phillips head screwdriver to open the sensor and replace the battery.

The following video provides step-by-step instructions on how to replace a battery in our most common sensors: Tech Tip: Replacing a Battery [▷]

How can I reattach my door or window sensor?

There are two parts to the sensors. The sensor part (larger part) and the magnet part (the smaller part). Both are needed for the sensor to work properly.

We recommend using double-sided tape for attaching the two parts to the door or window. There is an arrow on each sensor part, located along the side. These arrows must be lined up. There also can only be a ¼ inch space between these two sensors.

One of the larger sensors we provide has an arrow on top and on the side, but the default setting is on the side. If you need to align the magnet with the sensor’s top arrow, please let us know by using the "Open a Help Ticket" button below and we will reach out to you.

If you see that your door/window sensor is stuck in the "Active/Open" state (yellow bull's eye symbol on the customer website), and you see that both components of the sensor are still in place, you may want to check the inside of the smaller part to confirm the magnet is still inside and didn't fall out recently.

The following video provides an overview of attaching your Door / Window Sensor: Tech Tip: Door / Window Sensor [▷]

Where should I place a bed pad? Can I fold it?

Please place the bed pad above the mattress but under the sheets/mattress pad. We recommend placing the sensor part of the bed pad off the side of the bed, or behind the bed, rather than on the bed.

The bed pad should not be folded, as it will not function properly when folded.

For additional details about the bed pad, please watch: Tech Tip: Bed Pad [▷]

Can bed pads wear out?

Yes, bed pads may wear out after normal wear and tear. We recommend replacing bed pads annually.

For additional details about the bed pad, please watch: Tech Tip: Bed Pad [▷]

Can bed pads detect seizures?

No, the bed pad cannot detect seizures.

For additional details about the bed pad, please watch this helpful video: Tech Tip: Bed Pad [▷]

Why is the bed pad alerting frequently if the individual is in bed?

Check the connections on the pad. Is the sensor fastened securely to it? Next, check the position of the pad and make sure that it has not slid down the bed (it may be capturing leg movement).

Consider extending the delay (number of seconds/minutes completely off the bed pad). If the delay is too short, the pad will capture restless movement, rather than someone actually getting into or out of bed. To extend the delay, please open a help ticket below.

For additional details about the bed pad, please watch this helpful video: Tech Tip: Bed Pad [▷]

Why is the bed pad alerting if the client is already out of bed?

There is a delay programmed into the bed pads; this delay is intended to exclude tossing and turning over in bed (which can generate false alerts). This delay can be shortened, however, and a shorter delay may be useful in a situation where an individual elopes rapidly. To shorten the delay, please contact our tech team (open a help ticket using the button below).

For additional details about the bed pad, please watch this helpful video: Tech Tip: Bed Pad [▷]

Why has the bed pad stopped alerting?

Check the connections and position of the bed pad. We also recommend ensuring you are expecting an alert during the proper time. Although bed pad activity is recorded on the customer website 24/7, alerts may only be set for certain time frames or under certain conditions. If this does not help resolve your problem, please open a help ticket using the button below.

For additional details about the bed pad, please watch this helpful video: Tech Tip: Bed Pad [▷]

I’m receiving false alarms from the incontinence sensor. How can I fix this?

These sensors work best when used with non-synthetic, natural fiber bedding (such as cotton sheets). Because the pads are pretty sensitive (sometimes sweat can trigger the sensor), we recommend placing a towel on top of the sensor but under the sheet. This will cut back on some of the potential false alarms that could occur.

As a reminder, the shiny side should be placed face-up on the bed, under the sheets, but on top of the mattress. Incontinence sensors can be used in conjunction with a bed pad, but there should be something separating them to decrease the risk of false alerts from static electricity. Sample solutions may include placing the incontinence sensor in a pillow case before laying it on top of the bed pad, or putting the incontinence sensor below the sheets but above a mattress pad while putting the bed pad under the mattress pad but on top of the mattress).

Why is my stove sensor generating a false alarm?

If a false alarm is generated, it could be the result of the electronics in the stove itself. The stove sensor can detect if the stove is on or off. (The presence of the stove sensor does not mean that the stove can be turned off or disabled remotely.) If you are receiving false alarms from your stove sensor, please contact us at help@simply-home.com. We will open a help ticket and route your concern to the appropriate team, who will then reach out to you.

For more information about your stove sensor, please watch the following video: Tech Tip: Stove Sensor [▷]

How do I make sure a water sensor is working?

You will need to log in to the SimplyHome customer website to view the sensor activity as you test it to ensure the sensor activity is being properly recorded. To check water sensors, follow these steps for each sensor:

• Lift the water sensor (it has 2 metal buttons on the bottom to detect moisture) off the floor.
• Press a wet paper towel onto the sensor, making sure that moisture on the pad is touching both metal buttons.
• The sensor should generate an alert and activity should show up on the website.
• If the water sensor is securely attached to the floor and cannot be picked up for testing, then gently ring out a wet paper towel over the sensor so that a few drops land on it and roll underneath or feed the wet paper towel under the sensor so that it touches the metal buttons underneath.

How do I change the battery of my water sensor?

The water sensors require two AAA batteries. This is a two-part system. The larger part of the sensor has the batteries. Locate the button on the side of the sensor (where the cord is coming out from). Press the button in and lift the top off the sensor. Insert the new batteries. Then close the sensor.

How do I test my smoke alarm?

The smoke alarm, when opened, will state “Fire Trouble Zone (number).” Press and hold the test button for 5 seconds. The smoke alarm will make an audible beep. This will confirm that the smoke alarm is functional.

To test the smoke alarm with the SimplyHome system, hold the test button for approximately 20 seconds. The smoke alarm will beep, followed by an audible alarm from the SimplyHome system. Verify the specified alerts (texts, emails, or calls) are received during the appropriate time frames (designated during the setup process). Press any of the four buttons on the key fob to deactivate the alarm.

How do I deactivate my smoke alarm?

Push any of the four buttons on the key fob to deactivate the smoke alarm.

How do I change my smoke alarm’s battery?

The smoke alarm requires two 3-volt CR-123A lithium batteries. To replace the batteries, rotate the cover counterclockwise and lift. Under the cover, slide open the battery compartment. When placing the new batteries into the smoke alarm, the black ribbon must be under both batteries, for easy removal going forward. To place the cover back onto the base, align the notch with the arrow (the arrow is located on the base of the smoke detector). Rotate clockwise until it clicks.

What is the time-out feature on my motion sensor?

If you have a wireless motion sensor, there is a 3-4 minute "cool-down" time, during which time the sensor is offline to conserve battery life. (It cannot detect motion for 3-4 minutes after each time it's activated). If you have a wired or hybrid motion sensor, there is no "cool-down" time for the wired motion sensor and so they can alert every time it detects motion.

How do I test my panic pendant?

To test the panic pendant, stand in the same room as the base unit and push the pendant for 2 to 3 seconds. Make sure that you (or another designated individual) receives the alerts from the test. If you have a successful test, move to a separate room from the base unit and test it again, pushing the pendant for 2 to 3 seconds. If an alert is set up to be generated during the time frame you pushed the pendant, ensure the correct individuals received these test alerts. If the correct individuals received the alerts, this would be a successful test.

How do I change my panic pendant’s battery?

The type of battery needed depends on the specific pendant you are using. We recommend watching this video: Tech Tip: Replacing a Battery [▷].

For larger panic pendants that are rectangular boxes with round grey buttons (pictured above): Use a 3.6 volt AA lithium battery. A small Phillips screwdriver is needed to change the battery.

If your panic pendant is small with a round white face and the button outlined in a grey square (pictured above): Use a 3-volt CR-1632 lithium battery. A small Phillips screwdriver is needed to change the battery.

If your panic pendant is small and all one color (off-white) (pictured above): Use a 3-volt CR-2032 lithium battery. A small Phillips screwdriver is needed to change the battery.

How do I test my motion sensor?

Pull the cover off by putting pressure on the top and bottom of the front cover. Under the white screen, there is a yellow test button in the lower left corner. Press the test button. A red light should appear. The red light will continue to appear anytime motion is detected for 90 seconds. Reattach the front cover. After a 90-second period of no activity, the red light will flash to indicate the test mode is ending.

How do I change my wireless motion sensor’s battery?

The wireless motion sensor requires 3.6 volt AA lithium batteries. Use a flat head screwdriver to remove the back of the sensor: This can be done by firmly inserting the flat head screwdriver into the rectangular notch at the top of the back of the sensor, at a downward angle, to pop off the cover.

What do the lights on my cellular SimplyHome base unit mean?

• No light on: No power
• Orange: Starting up (booting)
• Red: Error
• Green: On

What should I do if my cellular SimplyHome System is displaying a red light?

• Check the antennae on the cell modem (CloudGate) to make sure each antenna is securely screwed in and not missing or broken.
• Make sure the Ethernet cord is securely plugged into the CloudGate (there will be yellow/green lights on the top left and right corner of the Ethernet jack if it is securely connected).
• Make sure the power cord is securely attached to the CloudGate and into the system.
• To reboot, remove the power cord from cell modem for 10 seconds, then reconnect and watch the status lights.
• Move the cell modem to a higher location or closer to a window.
• An 8 ft. antenna extender can be purchased to improve cell reception. Do not touch the reset button.